Rtname, namespace, etc

Our Customer support desk supports a number of different Web Based
applications. These applications have different support email addresses
and different domains. Ideally, I would like to run RT out of one
configuration and database, but I guess that only one $rtname is
supported. While I know how to change the templates to generate
different replies for different queues, I don’t know how to set RT up
when a customer replies as by all accounts this uses $rtname.

When I change the wording of the default auto reply template from

Please include the string:

     [{$rtname} #{$Ticket->id}]

to

Please include the string:

     myname.com.au [ #{$Ticket->id}]

The generated message meets our requirements, but when someone replies
to the message a new ticket is generated. I know why this happens, but
would like a to find a way around this if possible.

Thanks,

Leo

Greetings,

I am not sure if “all” the functions you need to modify are mentioned
below. Anyways, I have not tried this before…so maybe you can give it a
try.

For what you want to do, you will have to modify some of the core
files. First 2 files would be Email.pm EmailParser.pm and the function to
modify is ParseTicketId. The third file would be SendEmail.pm and the
function to modify is SetSubjectToken. However, take a look at
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT on customizing
RT before doing any of that.
You may also want to add a new variable in RT_SiteConfig.pm to make your
customization more flexible. ie. an array of “domains”

Anthony

P.S. Hopefully that will give you a bit of a start.On Fri, 1 Apr 2005, Leo List wrote:

Our Customer support desk supports a number of different Web Based
applications. These applications have different support email addresses
and different domains. Ideally, I would like to run RT out of one
configuration and database, but I guess that only one $rtname is
supported. While I know how to change the templates to generate
different replies for different queues, I don’t know how to set RT up
when a customer replies as by all accounts this uses $rtname.

When I change the wording of the default auto reply template from

Please include the string:

     [{$rtname} #{$Ticket->id}]

to

Please include the string:

     myname.com.au [ #{$Ticket->id}]

The generated message meets our requirements, but when someone replies
to the message a new ticket is generated. I know why this happens, but
would like a to find a way around this if possible.

Thanks,

Leo


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